Ms B complained that she submitted a complaint to the Health Board in September 2023, regarding the care and treatment her late daughter received at Glangwili Hospital. Ms B complained again in April 2024, about the lack of complaint response from the Health Board and ignoring requests for answers. Ms B had still not received a response to her complaint when she brought the matter to the Ombudsman’s attention in July 2024.
The Health Board agreed to issue the complaint response within 6 weeks and, as part of that response, to apologise and provide an explanation for the delay. The Ombudsman considered this to represent an appropriate outcome and closed the case on this basis.